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The Leadership Podcast

The Leadership Podcast

We Study Leaders

May 1, 2019

TLP148: The Upside of a Bad Experience

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Jim & Jan in Denver

I bet you can instantly recall an awful customer experience?  How about an exceptional customer experience? Jan recently had both the best and worst customer service experiences on a recent flight, and it sparked today’s discussion. Jan and Jim discuss the lessons to be learned from bad experiences, why we tend to have them in the first place, and ways to embrace them and lean in with compassion and empathy.

Key Takeaways

[4:38] Jan experienced a recent flight where the doors shut and he wasn’t able to make his flight. After feeling upset and bothered, he contacted the airline’s customer service and in turn got Kelly, a superstar of a helper. Kelly was transparent, caring and solution based. She was such a great example of customer service that Jan asked to speak to her manager to give her recognition for the great work.

[10:14] Great leaders dive head first into a bad situation rather than avoiding them. This is where the opportunity lies to learn, grow, and have an impact.

[12:51] In today’s connected world, you never know who you are going to meet and what kind of impact they could have on your life.

[15:10]  Act with compassion and empathy to those you meet – you never know what someone is going through.

[22:45] When you get the core down of who you are as a leader, everything goes much easier. The more we understand our core values, the more we act consistently in our alignment.


How to Contact Jim & Jan


Quotes

  • “The truly remarkable people in your life are those who are consistently strong.”
  • “People that aren’t strong aren’t bad, they are often just having a weak moment.”
Jim & Jan

These are the books mentioned in Jim and Jan’s podcasts.

The Responsible Company: What We’ve Learned From Patagonia’s First 40 Years

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The Responsible Company: What We’ve Learned From Patagonia’s First 40 Years
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The Responsible Company: What We’ve Learned From Patagonia’s First 40 Years

All I Really Need to Know I Learned in Kindergarten

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All I Really Need to Know I Learned in Kindergarten
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All I Really Need to Know I Learned in Kindergarten

Leaders Eat Last

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Leaders Eat Last
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Leaders Eat Last

Falling Upward: A Spirituality for the Two Halves of Life

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Falling Upward: A Spirituality for the Two Halves of Life
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Falling Upward: A Spirituality for the Two Halves of Life

Dress for Success

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Dress for Success
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Dress for Success

The Five Dysfunctions of a Team

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The Five Dysfunctions of a Team
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The Five Dysfunctions of a Team

Plato’s Lemonade Stand: Stirring Change into Something Great

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Plato’s Lemonade Stand: Stirring Change into Something Great
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Plato’s Lemonade Stand: Stirring Change into Something Great

Strengths Finder 2.0

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Strengths Finder 2.0
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Strengths Finder 2.0

Drive: The Surprising Truth About What Motivates Us

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Drive: The Surprising Truth About What Motivates Us
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Drive: The Surprising Truth About What Motivates Us

Philosophy for Life and Other Dangerous Situations: Ancient Philosophy for Modern Problems

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Philosophy for Life and Other Dangerous Situations: Ancient Philosophy for Modern Problems
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Philosophy for Life and Other Dangerous Situations: Ancient Philosophy for Modern Problems

The Power of Habit

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The Power of Habit
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The Power of Habit

How to Win Friends and Influence People

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How to Win Friends and Influence People
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How to Win Friends and Influence People

The Fine Art of Small Talk: How To Start a Conversation, Keep It Going, Build Networking Skills — and Leave a Positive Impression!

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The Fine Art of Small Talk: How To Start a Conversation, Keep It Going, Build Networking Skills — and Leave a Positive Impression!
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The Fine Art of Small Talk: How To Start a Conversation, Keep It Going, Build Networking Skills — and Leave a Positive Impression!

Pre-Suasion: A Revolutionary Way to Influence and Persuade

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Pre-Suasion: A Revolutionary Way to Influence and Persuade
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Pre-Suasion: A Revolutionary Way to Influence and Persuade

When: The Scientific Secrets of Perfect Timing

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When: The Scientific Secrets of Perfect Timing
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When: The Scientific Secrets of Perfect Timing

The Experience Economy

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The Experience Economy
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The Experience Economy

Everybody Lies: Big Data, New Data, and What the Internet Can Tell Us About Who We Really Are

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Everybody Lies: Big Data, New Data, and What the Internet Can Tell Us About Who We Really Are
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Everybody Lies: Big Data, New Data, and What the Internet Can Tell Us About Who We Really Are

The Wisdom of Crowds

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The Wisdom of Crowds
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The Wisdom of Crowds

Man’s Search For Meaning: The classic tribute to hope from the Holocaust

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Man’s Search For Meaning: The classic tribute to hope from the Holocaust
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Man’s Search For Meaning: The classic tribute to hope from the Holocaust

Multipliers: How the Best Leaders Make Everyone Smarter

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Multipliers: How the Best Leaders Make Everyone Smarter
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Multipliers: How the Best Leaders Make Everyone Smarter

The Tipping Point: How Little Things Can Make a Big Difference

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The Tipping Point: How Little Things Can Make a Big Difference
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The Tipping Point: How Little Things Can Make a Big Difference

Let’s Get Small

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Let’s Get Small
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Let’s Get Small

The Spirit of Leadership: Optimizing Creativity and Change in Organizations

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The Spirit of Leadership: Optimizing Creativity and Change in Organizations
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The Spirit of Leadership: Optimizing Creativity and Change in Organizations

The Power Paradox: How We Gain and Lose Influence

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The Power Paradox: How We Gain and Lose Influence
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The Power Paradox: How We Gain and Lose Influence

Grandstanding: The Use and Abuse of Moral Talk

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Grandstanding: The Use and Abuse of Moral Talk
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Grandstanding: The Use and Abuse of Moral Talk

THE COMPASS SOLUTION – A GUIDE TO WINNING YOUR CAREER

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THE COMPASS SOLUTION – A GUIDE TO WINNING YOUR CAREER
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THE COMPASS SOLUTION – A GUIDE TO WINNING YOUR CAREER

Leaders: Myth and Reality

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Leaders: Myth and Reality
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Leaders: Myth and Reality

Dying for a Paycheck: How Modern Management Harms Employee Health and Company Performance and What We Can Do About It

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Dying for a Paycheck: How Modern Management Harms Employee Health and Company Performance and What We Can Do About It
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Dying for a Paycheck: How Modern Management Harms Employee Health and Company Performance and What We Can Do About It

The Littlest Green Beret

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The Littlest Green Beret
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The Littlest Green Beret

Thinking Fast & Slow

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Thinking Fast & Slow
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Thinking Fast & Slow

Radical Candor: Be a Kick-Ass Boss Without Losing Your Humanity

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Radical Candor: Be a Kick-Ass Boss Without Losing Your Humanity
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Radical Candor: Be a Kick-Ass Boss Without Losing Your Humanity

Leadership BS

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Leadership BS
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Leadership BS

Team of Teams

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Team of Teams
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Team of Teams

Influence: The Psychology of Persuasion

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Influence: The Psychology of Persuasion
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Influence: The Psychology of Persuasion

The Future of Management

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The Future of Management
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The Future of Management

The Second Mountain: The Quest for a Moral Life

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The Second Mountain: The Quest for a Moral Life
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The Second Mountain: The Quest for a Moral Life

The Righteous Mind: Why Good People Are Divided by Politics and Religion

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The Righteous Mind: Why Good People Are Divided by Politics and Religion
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The Righteous Mind: Why Good People Are Divided by Politics and Religion

The Coddling of the American Mind: How Good Intentions and Bad Ideas Are Setting Up a Generation for Failure

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The Coddling of the American Mind: How Good Intentions and Bad Ideas Are Setting Up a Generation for Failure
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The Coddling of the American Mind: How Good Intentions and Bad Ideas Are Setting Up a Generation for Failure

Never Split the Difference: Negotiating As If Your Life Depended On It

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Never Split the Difference: Negotiating As If Your Life Depended On It
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Never Split the Difference: Negotiating As If Your Life Depended On It

Filed Under: Podcast Tagged With: expererience, Jim & Jan

TLP147: Courage, Perseverance and Toughness
TLP149: High Stakes Short Format Impact

Related Posts

  • TLP128: Leadership as Defined by 2nd Graders
  • TLP120: Why Trusting Your Gut is Hard
  • TLP110: The War For Talent and Talent Won
  • TLP122: What Scares Us The Most
  • TLP102: Jim and Jan Recap The First Hundred Episodes

Comments

  1. Mo Barrett

    May 12, 2019 at 1:50 pm

    This episode deeply resonated with me. Thank you for the reminder that everyone we meet is going through something or has gone through something that is either impacting them at that moment or has affected their course in life. Thank you for helping us all remain strong.

    Reply
    • Jim Vaselopulos

      May 14, 2019 at 9:32 am

      Thank you for your support Mo!

      Reply

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